Contact Management Platform
Integrated, scalable, secure and future proof
At the heart of LBM’s multi-site contact centre operation is our Contact Management Platform which provides the backbone to our world-class technology infrastructure.
Contact Technology Management
This powerful technology enables intelligent prioritisation and routing of outbound and inbound customer interactions to optimise both the customer experience and campaign performance. Thereby opening up a range of possibilities to support skills based routing of voice calls, SMS messaging and web chat communication amongst highly skilled customer advisors.
All customer contact history is stored for later access, quality assessment, reporting and performance analysis within our integrated Data Warehouse. Through Intelligent Contact, we use this intelligence to continuously prepare, predict, lean and optimise the performance of your customer contact strategies.
CRM & Order Processing
We can provide bespoke CRM & Order Processing systems to support the way you wish to work. Alternatively, we can integrate directly with your own systems.
Customer Advisor Interfaces
Our customer advisors are presented with the information needed to deliver a professional, friendly and informed service. Interfaces can be setup to guide conversations and establish rapport early, whilst ensuring that the right information is captured, in a fully compliant manner. Ultimately, to ensure high customer satisfaction levels are achieved and performance targets are met.
All our customer contact operations are managed through an integrated Workforce Management system to optimise resource utilisation, productivity and the customer experience.
Security & Compliance
The highest levels of Security & Compliance are maintained through strict adherence to internationally recognised standards, including ISO27001 (Information Security), ISO 9001:2000 (Quality Management), ISO18001 (Health and Safety Management) and ISO14001 (Environmental Management). These practices are universally embedded into all our processes and systems. In addition, LBM’s operations are regulated by the FSA and meet the stringent UK government data standards and data protection laws. Business Continuity LBM operates a multiple data centre and network strategy to provide 100% high availability and ensure complete business continuity, should the unforeseen happen.